ISS Doctoral consortium, KEYNOTE: Service Automation – Taking the Robot Out of the Human … Emerging Benefits, Challenges and Lessons
Prof. Leslie Willcocks
Abstract: Professor Leslie Willcocks will present on his new book co-authored with Mary Lacity “Service Automation: Robots and the Future of Work”. He will report on 2 years worth of learning about service automation based on surveys, in-depth client case studies, and interviews with service automation clients, providers, and advisors. The empirical lessons are embedded into a broader picture of automation and the future of work. He will present a balanced, informed and compelling view on action principles on gaining the many benefits, as well as managing the downsides, and provide his own view of the future of work debate and likely developments.
Professor Leslie Willcocks will present on his new book co-authored with Mary Lacity “Service Automation: Robots and the Future of Work”. He will report on a year’s worth of learning about service automation based on a survey, in-depth client case studies, and interviews with service automation clients, providers, and advisors. Professor Willcocks is globally recognised for his outstanding, world-class research. Today’s empirical lessons are embedded into the broader history and context of automation, as a vital key in understanding the fast-rising phenomenon of service automation. He will present a balanced, informed and compelling view on gaining the many benefits, as well as managing the downsides, of present and future technologies and include 25 key lessons on how to deploy service automation in the workplace.
Leslie Willcocks is Professor in Technology Work and Globalization at the Department of Management at London School of Economics and Political Science. His doctorate is from Cambridge University, and he is Associate Fellow at Green Templeton College, Oxford where he taught for nine years. He heads the LSE’s Outsourcing Unit research centre and is Editor-in-Chief of the Journal of Information Technology.
Leslie has a global reputation for his work in outsourcing, global strategy, organizational change and managing digital business. He is co-author of 53 books, including recently Nine Keys to World Class BPO (Bloomsbury), Moving To The Cloud Corporation (Palgrave) and The Rise of Legal Services Outsourcing (Bloomsbury). He has published over 230 refereed papers in journals such as Harvard Business Review, Sloan Management Review, California Management Review, MIS Quarterly, and Journal of Management Studies.
In February 2001 he won the PriceWaterhouseCoopers/Michael Corbett Associates World Outsourcing Achievement Award for his contribution to this field. In 2014 he was inducted into the IAOP Hall of Fame for his contribution and impact on the practice of outsourcing. He is a regular keynote speaker at international practitioner and academic conferences, has global consulting experience, and has been retained as adviser and expert witness by major corporations and several government institutions in the UK, USA and Australia.
- Outsourcing World Summit Orlando February 2016
- HFS Outsourcing summit – Cambridge March 2016
- Launchpad The Future of Work Cabinet Office London April 2016
- Automation World Partner Event, London and New York, May 2016
- The Guardian MBA Event London – May 2016
- HFS Outsourcing Summit – San Francisco, May 2016
- Tenth Innovation Conference, Frankfurt, June 2016
- BPM Summit, London June 2016
- First European Innovation Summit, Weisbaden, June 2016
- Robotic Process Automation, NOA London September 2016
- SSON Network Conference, Dublin. September 2016
- Bosch/Ernst and Young Conference Stuttgart October 2016
- SSON Easern Europe Summit, Budapest, September 2016
- Procure Con Europe, Berlin, November 2016